Why did my bill go up or change?

The fastest way to see why your bill changed is the bill itself — log in to the customer portal at https://www.eyesurf.net/myaccount/login to see the line-by-line breakdown. The most common reasons a bill looks different: your first bill covers more than a regular month, a plan change or add-on took effect, a one-time charge (such as an equipment fee) was applied, or an unpaid previous balance carried forward.

1. It's your first bill

Your first month is billed up-front when you sign up — see How am I billed? — so your first bill can look different from a regular month.

2. A plan or service change took effect

Upgrades, downgrades, and newly added services (TV, home phone, mobile) show up on the next bill after the change.

3. An add-on was applied

Add-ons appear as their own line items — for example TV add-on packs (Sports, Crave & HBO, Pick My Own) or home-phone long-distance add-ons (Canada Wide, Canada + US). Your bill shows each one by name.

4. A one-time charge

For example, an unreturned-equipment charge after a cancellation or equipment swap — equipment must be returned within 60 days. See What is the cancellation policy?

5. The monthly Network Access Fee

Since June 1, 2024, all Eyesurf accounts include a $4.95/month Network Access Fee, shown as its own line on the bill (section 4.13.1 of the Terms of Service). If you're comparing against an older bill, this can account for the difference.

6. A carried-over balance

If a previous bill wasn't paid, the next bill shows both the carried balance and the new month's charge — which can make it look like your price doubled when it didn't. Your payment history in the portal will confirm.

Still doesn't look right?

You don't have to puzzle it out alone. Chat with us any time at eyesurf.net, email billing@eyesurf.net, or call 1-855-804-7873 (Mon–Fri 9 am–9 pm, Sat–Sun 9 am–5 pm Eastern; our automated assistant answers after hours) with your account number handy, and the billing team will walk through it line by line. If something was billed in error, it will be corrected — see "How do refunds and credits work?"

Updated on: 13/08/2026